Utility Aid’s Complaint Process

At Utility Aid, we are committed to providing excellent customer service. If you are not satisfied with our service, we encourage you to let us know so we can address your concerns promptly and effectively.

Step 1: Submitting Your Complaint

If you have a complaint, please contact us via one of the following methods:

Email : support@utility-aid.co.uk
Phone : 0808 178 8170
Post : Customer Support,
Utility Aid Ltd
4th Floor of The Hub
Navigation Wharf
Carre Street
Sleaford
Lincolnshire
NG34 7TW

Step 2: Acknowledgement and Response

Upon receipt of your complaint, we will:

Respond within 5 working days.
Provide you with a complaint reference number.
Assign a dedicated complaint handler who will explain the steps we will take to resolve your complaint.

Your complaint handler will keep you regularly updated. Your complaint will remain open until:

You are satisfied with the resolution, or
We have contacted you and received no response within 28 days.

Step 3: Escalation to Customer Support Team Manager

If your complaint has not been resolved within 4 weeks, or if you are not satisfied with our response, you can escalate your complaint to our Customer Support Team Manager:

Email : vtromp@utility-aid.co.uk

The Manager will respond within 5 working days.

Step 4: Department Head Review

If your complaint has still not been resolved, you can request your complaint be escalated to a Departmental Head.

Step 5: Director Level Review

If you are not satisfied with the resolution offered, or if your complaint remains unresolved after 6 weeks, you can request a review at the Director level.

Alternative Dispute Resolution (ADR)

If you have exhausted our escalation process and have been issued with a deadlock letter, or if your complaint remains unresolved after 8 weeks, you may qualify for support from the Energy Ombudsman through the ADR scheme. This service is free and impartial.

You can contact the Energy Ombudsman via:

Phone : 0330 440 1624
Post : Energy Ombudsman,
P.O Box 966,
3 Mill House,
Warrington, WA4 9DF
Email : enquiry@energyombudsman.org

We appreciate your patience and the opportunity to resolve your concerns. If you have any questions about our complaints process, please do not hesitate to contact us.

Thank you for choosing Utility Aid.